IT Customer Support - Manager

IT Customer Support - Manager Available Title(s): 486CS-NN_CS_NPS - IT Customer Support - Manager Business Title: IT Customer Support - Manager Employee Type: Classified Time Type: Full time Position Term: 12 Month Position Details: Summary of Duties: The IT Customer Support Manager has a crucial role supporting the Director of IT and Operations in the College of Arts and Sciences (CAS).
CAS is seeking an experienced IT professional who is organized, self-motivated, with a positive outlook who can help CAS provide excellent IT customer support services while helping develop and implement new technologies and procedures that ensure we are following state, university, and college policies.
This position provides technical staff supervision of the hands-on IT suppor group and works collaboratively with the Systems Administrator and Instructional Lab Supervisor and must be able to perform advanced technical work.
As a manager of assigned staff, this position is responsible for ensuring that helpdesk staff are properly supervised using proven leadership.
This position will direct staff in their respective job functions, as well as providing constructive feedback and assisting with the ongoing professional development of staff.
This position works closely with the university's central enterprise ITS groups as well as collaboratively with other distributed IT groups at WSU.
Required Qualifications: A Bachelor's degree and four (4) years professional IT experience of which one (1) year must have been in a leadership role OR a combination of education and experience totaling eight (8) years from which comparable knowledge and abilities are acquired.
Demonstrated experience working with helpdesk/service desk ticketing systems.
Demonstrated knowledge of Windows and macOS operating systems and associated hardware and software.
Demonstrated experience and ability to work with a team to provide customer support.
Preferred Qualifications: More than one (1) year experience leading and/or supervising staff.
Experience working in a university environment.
The ability to manage multiple concurrent projects and to reason analytically.
The ability to work with and train people possessing differing levels of technical knowledge.
Effective verbal and written communication skills and proficiency in writing technical specifications.
The ability to develop knowledge of, respect for, and skills to engage with those of other cultures or backgrounds.
Demonstrated experience with Active Directory OU management.
Demonstrated experience working with endpoint management and security systems.
Additional Information: Area/College: College of Arts and Sciences Department Name: CAS IT City, State, Zip: Pullman, WA 99163 Department Link: CAS IT Webpage Monthly Salary: Range RO8IT | $7,648 to $10,289 (A-M) |Successful candidates typically begin at the beginning of the salary range and receive scheduled salary increment increases in accordance with WAC 357-28.
WSU offers a comprehensive benefits package which includes: paid sick and vacation leave; paid holidays; medical, dental, life and disability insurance package for employees and dependents; retirement; deferred compensation and optional supplemental retirement accounts.
For additional information, please review the summary of benefits offered by WSU for classified staff and Total Compensation.
Overtime Eligibility: Overtime exempt FTE: 100% This is a Permanent position.
Posting Close Date: Applicants must submit their completed application by Monday, January 1, 2024 at 11:59 p.
m.
Background Check: This position has been designated by the department to require a background check because it requires access to children or vulnerable adults as defined by RCW 74.
34, engages in law enforcement, requires security clearance, interacts with WSU students in a counseling or advising capacity, has access to personal identifying and/or financial information, unsupervised access to university buildings/property, or other business-related need.
A background check will not be completed until an initial determination of qualification for employment has been made.
Application Instructions: Documents may be submitted in one file or separate files.
Applicants are encouraged to upload as a PDF if possible.
Applicants will be requested to provide contact information for professional references within the online application.
Application materials should clearly communicate how the applicant meets all required qualifications and additional requirements.
External candidates, please upload all documents in the "Resume/CV" section of your application.
Internal candidates, please upload all documents in the "Resume/Cover Letter" section of your application.
Applicants must upload the following required documents to their online application.
Resume Cover Letter WASHINGTON STATE UNIVERSITY IS AN EQUAL OPPORTUNITY/AFFIRMATIVE ACTION EDUCATOR AND EMPLOYER.
Members of ethnic minorities, women, special disabled veterans, veterans of the Vietnam-era, recently separated veterans, and other protected veteran, persons of disability and/or persons age 40 and over are encouraged to apply.
WSU employs only U.
S.
citizens and lawfully authorized non-U.
S.
citizens.
All new employees must show employment eligibility verification as required by the U.
S.
Citizenship and Immigration Services.
WSU is committed to providing access and reasonable accommodation in its services, programs, activities, education and employment for individuals with disabilities.
To request disability accommodation in the application process, contact Human Resource Services: 509-335-4521 (v), Washington State TDD Relay Service: Voice Callers: 1-800-833-6384; TDD Callers: 1-800-833-6388, 509-335-1259(f), or hrs@wsu.
edu.
To apply, visit https://wsu.
wd5.
myworkdayjobs.
com/en-US/WSU_Jobs/job/Pullman-WA/IT-Customer-Support-Manager_R-10843 Washington State University is an Equal Opportunity/Affirmative Action Educator and Employer.
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